Digital Services in Libyan Institutions: Between Success Requirements and Implementation Feasibility Using the GEMI Index as a Model

Abstract

Digital transformation and digital services have become a necessity for organizations seeking to develop and improve their services to beneficiaries. Therefore, this study aimed to explore the reality of digital services within Libyan government institutions, their availability, and their implementation. The study adopted a descriptive and analytical approach, relying on reports and data from the United Nations Economic and Social Commission for Western Asia (ESCWA) and digital services provided by Libyan institutions through the General Information Authority. An indicator measures the maturity and development of government services provided. The study sample included 14 Libyan government institutions. The study reached several conclusions, including that performance indicators for digital services in Libyan institutions remain low, and that the number of evaluated government institutions and services is very low. Furthermore, there is a lack of familiarity and knowledge of digital services and their importance. The study also recommended further efforts to develop government services, coupled with marketing and awareness campaigns to encourage institutions and individuals to implement them. It also recommended further enhancing the capabilities of human resources working in Libyan government sectors, and implementing the digital transformation strategy presented by the General Information Authority.